Effective Customer Care: Understand Needs, Improve Service, Build Relationships

Effective Customer Care: Understand Needs, Improve Service, Build Relationships

by Pat Wellington


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Effective Customer Care is an essential guide to creating excellent customer service that will not only satisfy your customers and prompt orders, but also cement customer relationships and develop loyalty...and thus increase profits.
The book covers every aspect of the customer care process including how to: find out what your customer wants rather than what you think they want; stop losing business, and gain market share; create a customer-focused team; achieve continuous improvement; develop robust problem-solving techniques, and reduce complaints; break down internal communication barriers; get your customers to be an "active reference" for you.
Clear and concise in approach, and full of checklists, practical advice and case studies that bring concepts and ideas to life, Effective Customer Care is a must for your business bookshelf.

Product Details

ISBN-13: 9780749459970
Publisher: Kogan Page, Ltd.
Publication date: 07/28/2010
Series: Sunday Times Creating Success Series
Pages: 144
Product dimensions: 5.40(w) x 8.50(h) x 0.50(d)

About the Author

Pat Wellington has delivered customer service programs throughout the world for over 20 years. She has been the keynote speaker at international conferences in Dubai, Singapore, Malaysia, and Indonesia.  She is currently running customer service programs for the Institute of Management and a cross section of programs in the UK aimed at middle managers.

Table of Contents

About the author

About this book


1 The fundamentals of customer care


The six satisfaction elements

First contact with an organisation: the ‘moment of service truth’

Exceeding expectations and adding value

2 Getting to know your customer’s needs and requirements


Where to gather your information


3 Creating the environment for customer care to flourish


Style of leadership

The framework to monitor and measure performance

4 Effective communication with customers and colleagues


Barriers to communication

Breaking down communication barriers

Putting it in writing

E-mail and video conferencing

Communication on the telephone

Face-to-face contact

5 Breaking down inter-team and inter-departmental barriers


The internal customer

6 Complaints, problem solving and quality improvement


Performance response standards

Resolving problems; quality-improvement activities

7 Building long-term customer relationships


Incentives and loyalty schemes

How to develop an ongoing business relationship with customers

Referrals; the active reference principle

Effectiveness of corporate activities in building long-term customer care relationship

Finally, finally

What People are Saying About This

From the Publisher

"Effective customer care can win, hold and develop customers. This book identifies a major opportunity and is an excellent catalyst to make it happen." - Business Executive

Customer Reviews